Onboarding Phone Call

Trello Board: SOP for Onboarding Phone Calls

Board Name: Onboarding Call SOP

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✅ List 1: Pre-Call Preparation

📌 Checklist:
•Review client information & intake form
•Research client’s business, website, and social media presence
•Prepare a customized onboarding script
•Set up CRM (if applicable) to track conversation notes
•Send confirmation email/SMS with call details

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✅ List 2: Onboarding Call Structure

📌 Checklist:
•Greeting & Setting the Tone
•Introduce yourself and establish rapport
•Confirm call duration and agenda
•Understanding Client Needs
•Ask about their goals, challenges, and expectations
•Clarify their previous experiences (if applicable)
•Explaining Services & Deliverables
•Provide an overview of how the process works
•Explain key milestones, timelines, and next steps
•Address any frequently asked questions
•Logistics & Agreements
•Confirm communication channels and support availability
•Review any paperwork, contracts, or necessary documents
•Closing the Call
•Summarize key takeaways and confirm next steps
•Ask for any final questions or concerns
•Send a follow-up email with recap and action items

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✅ List 3: Post-Call Follow-Up

📌 Checklist:
•Log call notes and key details in CRM or project management tool
•Send a follow-up email summarizing the call
•Assign next steps to relevant team members
•Set reminders for any upcoming tasks or follow-ups
•Send a welcome package (if applicable)

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✅ List 4: Quality Control & Optimization

📌 Checklist:
•Monitor client feedback on the onboarding experience
•Adjust the onboarding script based on common concerns
•Regularly update FAQs and process documentation
•Train team members on best practices for onboarding calls

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This structure ensures a smooth, consistent, and professional onboarding experience for new clients.